Senior Customer Support Engineer Aerohive Networks

Aerohive is seeking a person to join our Technical Operations team as a Senior Customer Support Engineer. This individual will be responsible for providing primarily post-sales and some pre-sales technical support to prospects and customers. This role includes the resolving of technical issues and the delivery of technical services to customers. This role may also include traveling to customer sites (including international) and performing site surveys, installations, system upgrades, generating post activity reports and additional activities as required - all while ensuring complete customer satisfaction in the ongoing Aerohive-Customer relationship.

Responsibilities:

Handle escalated support cases and work to resolution
Assist and mentor Tier 1 support personal
Be available for on-site visits to customer sites and provide written Scope of Work and Trip Report documentation.
Coordinate the customer communication and resolution of critical customer issues between the customer and internal Sales and Engineering teams
Prepare bug reports as needed.

Qualifications:

BS in Computer Science or related technical field
Previous experience as senior level support professional, support network and/or wireless equipment.
Must enjoy working with customers and partners to solve problems
Experience using a trouble ticket system and handling escalations
Experience with the following technologies:
Wifi and 802.11
IP routing
Ethernet switching technologies and platforms, such as Cisco, HP and Extreme
Power over Ethernet
Radius, Active Directory, and Open Directory authentication

Location:	Sunnyvale, CA United States